Senior Customer Service Manager (Remote)

Job description / Role

About the role

• Holds accountability for the quality of solutions provided to customers.
• Acts as the customers’ primary point of contact and an escalation point.
• Has awareness of overall and service management profitability of their customers.
• Proactively identify existing customer needs, opportunities, and grow the customer relation with Orange.
• Work with the account team to sell Orange products and services.
• Create and manage service improvement plans triggered by:

• Quality Connect Survey (related to any and all functional areas)
• Customer complaint (including those related to customer invoices)
• Proactive action (identified proactively by the CSM)

• Ensure customer complaints are managed and resolved in a timely manner.
• Prepares periodic customer service reviews.
• Handles non-commercial customer queries and complex customer service issues.
• Proactively inform customers and end-users in advance of any anticipated service interruptions.
• Provides capacity analysis, forecasts, and recommendations.
• Create and review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers.
• Handles change requests, tracking of change implementation, change reporting, and change billing.
• Responsible for data integrity of customer information in all systems/tools.
• Provides customers with up-to-date technical documentation, including the Customer Operations Guide.
• Ensures all technical documentation is posted and updated.

About you

• Degree level or equivalent (Business or Science Degree).
• 4 to 5 years of experience, preferably in customer support in the telecommunication industry.
• ITIL foundations certification.
• Customer service and project management experience.
• Possess virtual team management experience.
• Good technical knowledge of network, IT services, mobility, voice, and/or integration solutions and technologies.
• Possess excellent communication, negotiation, presentation, and organization skills.
• Is fully empowered to coordinate all entities involved in the technical performance of our solutions.
• Able to work independently with initiative and proactivity.
• Able to work well under pressure and can handle escalations calmly and competently.
• Fluent in both spoken and written English.
• Ability to work on NAM hours.

Department

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.